Customer Program Manager (CPM)

INTEGRATED FLOW SYSTEM

Is currently looking for:

CUSTOMER PROGRAM MANAGER (CPM)

Job Summary:

The Customer Program Manager is responsible for the execution of one or more simultaneous products or programs under development or NPI transition through volume production and manages day to day customer order fulfilment activities.

Essential Duties and Responsibilities:

Level 1:

• Predominantly an internal resource. Occasional phone contact with customer for status updates; responsible for escalation to appropriate site or account representative.

• Provides pre and post-customer service and support.

• Knowledge of program management tools and procedures. General knowledge of operations, including scheduling, procurement, manufacturing, test engineering, and quality systems.

• General knowledge of sales, customer support, marketing, including market research, market sizing, pricing, marketing communications, and product launch.

• Coordinates with various functions within the company, including NPI, operations, engineering, and quality managers to ensure customer requirements are handled appropriately.

• Maintain Customer Dashboards, scorecards and UCT ERP system.

• Ensure on time shipments and manages customers’ OTD targets.

• Obtain RFQ packages, EAU, drawings etc. for Quoting.

• Prepares quotes for CRM team review and approval

• Coordinate material issues between customer, UCT Purchasing and UCT Supply Chain Groups, monitoring and escalating liability issues.

• Submit claims for fees & follow up with customers.

• Attends regular production and other meetings as CBO department representative.

Level 2: All Level 1, +2-years of experience, plus:

• Maintains GPA (Global Purchasing Agreement) and ISA (Inventory Stocking Agreement) as required.

• Works with operations managers and NPI staff to develop and present business proposals.

• Works with various functional teams to accommodate customers’ demand changes.

• Prepares quotes for review and approval and submits to customers.

• Resolves production scheduling, shipping and invoicing problems.

• Share material/capacity planning information internally.

• Enters sales order date change information into ERP and other systems; including customer databases and assesses impact.

• Negotiate pricing adjustments when necessary.

• Escalate issues and trends that impact UCT's bottom line.

• Ensures post-sales support and ongoing customer satisfaction.

• Manages new business opportunities from design through production in a team environment.

• Cost Reduction activities.

• Manages reports (mostly supply chain and allocation reports), coordinates customer/UCT meetings, escalates customer-owned inventory issues, manages shipping exception authorizations, review MPS, etc.

Level 3: All Level 2, +3 years of experience, plus:

• Reviews and analyzes programs for improvement or opportunities to improve efficiencies.

• Develops, updates and presents sales forecasts and build plans, including competitive intelligence and strategic opportunities where appropriate.

• Tracks, Maintains and Executes Commercial & Contractual agreements at the site level

• Attends regular customer and internal NPI and development meetings related to products or programs as assigned.

Knowledge, Skills, and Abilities:

• Ability to understand, track, drill-down, and question activities and issues in all functional areas and make sound business decisions based upon that data.

• Attention to detail and exceptional organization and follow up skills.

• Good communication skills and ability to interact with internal and external customers.

• Strong influence-management, negotiation, leadership and assertiveness skills.

• Strong computer skills (MS Office suite, particularly Excel and MS Project) and database experience.

Educational/Certification Requirement:

• Bachelor’s Degree or equivalent in technical, business, or financial